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Named Leader in IDC MarketScape: Conversational AI Platforms 2025 Vendor Assessment
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Our Company
Named Leader in IDC MarketScape: Conversational AI Platforms 2025 Vendor Assessment
Discover the conversational AI agent platform that’s as graceful to deploy as it is to experience.
Filing an insurance claim is as easy as conversation.
“There has even been a perceptible improvement in workplace atmosphere – and all while our customer queries continue to be handled seamlessly. This is a textbook case of AI being deployed efficiently and delivering great value to the business it serves.”
CEO
Apivia Courtage
“We also know that in a competitive industry such as insurance, streamlining business functions while keeping costs low is critical. That is why we chose Amelia as our conversational AI solution, as Amelia delivers human-like support at machine speeds within a highly collaborative, intuitive, and integrated platform.”
VP of Clients, Access, and Ecosystems
Seguros SURA Chile
Here are some of insurers’ favorite use cases.
Amelia agents guide customers through eligibility, explain coverage levels, and generate side-by-side cost options before helping them enroll in the right plan for their needs.
Check balances, update addresses, or change payment schedules instantly. Amelia handles routine tasks on the spot, while ensuring records and billing stay accurate and compliant.
“Am I covered for this?” becomes an easy question. Amelia explains deductibles, limits, and eligibility in plain language, tailoring responses to each customer’s policy and state rules.
From filing forms to uploading documentation, Amelia guides customers step by step through the claims process, flagging missing items, tracking progress, and keeping payouts moving.
See what leading industry experts say about SoundHound AI’s Amelia platform.
After all, answering questions is in Amelia’s DNA.
AI has many different meanings and uses. Where does Amelia play in the AI space?
Amelia is a conversational AI platform, purpose-built to automate front-end interactions between companies and users (i.e. customers and/or employees). Amelia also can be deployed to provide employees with real-time, AI-driven assistance during live interactions with internal and external customers.
What business outcomes can I expect from deploying Amelia?
You can expect several outcomes from using Amelia, including, but not limited to:
Where does the data for the Amelia platform come from?
Amelia learns from your data — your website, standard operating procedures, transcripts, product catalogues, etc. — to provide relevant and accurate information to customers and employees. Amelia also integrates with enterprise systems, so the platform can securely and seamlessly receive, update, and send data to and from your existing tools and applications, all while carrying out a natural interaction with your customers or employees.
Will Amelia replace our existing employees?
Amelia tackles areas of enterprise business operations that are often understaffed and overloaded with work, such as the contact center or internal service desk. Most of our enterprise customers deploy Amelia to fill gaps caused by labor shortages, freeing existing staff to take on more valuable work, reducing employee burnout, and improving overall operations and user satisfaction.
I already have an AI solution. Why should I switch to Amelia?
Most AI solutions in production today are considered “deterministic,” which means the AI follows pre-set workflows to answer questions and perform tasks. This results in rigid conversations that break when people ask questions that deviate even slightly from what the AI solution has been trained on.
Amelia is different. The platform combines deterministic flows (for repeatable, standardized processes) with generative capabilities (for nuanced requests that require flexible reasoning and problem-solving) to increase containment and reduce escalations to humans. Plus, our platform can orchestrate non-Amelia AI agents and other chatbots to complete tasks, meaning you don’t have to rip and replace your existing AI solution.
My customers are reluctant to use chatbots. What makes yours better?
It’s understandable that customers are frustrated with today’s chatbots and AI solutions. Most chatbots in production today are considered “deterministic,” meaning they follow pre-set workflows and are therefore rigid and insufficient at handling real-world scenarios. In fact, our proprietary research found that 71% of customers can’t fix their customer service issues without escalating to a human. However, after respondents experienced how Amelia handles complex requests with modern AI, nearly 75% of customers say they would prefer buying from a company with AI agent customer service over a company without it.
I’m concerned about giving an AI agent autonomy. How do you prevent it from going “rogue”?
Within the Amelia platform, you can set guardrails and restrictions on specific topics and actions that you don’t want your AI agent to respond to. In addition, after training Amelia on a specific process, it will never forget, cut corners, or deviate from what it was trained on, so you can trust that it will provide accurate answers and correctly complete tasks — every time.
Can you explain “Agentic” in simple terms? What does it mean for my business?
For the Amelia platform, “agentic” refers to the autonomous way in which the platform understands, reasons, and resolves user requests. The platform’s agentic capability (which we call “Agentic+”) gives Amelia the autonomy to involve the necessary system integrations, company information, deterministic workflows, AI agents, etc. — all of which you build and/or connect to the platform — to successfully complete a task. For your business, this capability means deployment is easier and faster, and user interactions are more natural and successful.
How does Amelia’s voice performance compare to other AI platforms?
Amelia uses SoundHound AI’s proprietary automatic speech recognition technology, Polaris, to enable voice-based interactions. Polaris is best-in-class ASR technology, backed by 200+ patents, enabling unparalleled voice understanding and intent recognition — regardless of accents, stutters, and environmental noise. In addition, as Amelia completes an API call or workflow, it will fill the time with verbal cues like, “I’m looking into this for you now,” to deliver a more natural conversational experience.
How customizable is Amelia?
We understand the importance of aligning your AI agent to your brand. From customized UI to brand-specific jargon and tone-of-voice, you can customize your Amelia AI agent to feel like a natural extension of your company.
Is Amelia secure enough to use for my business?
The Amelia platform is in compliance with industry standards, including: ISO/IEC 27001, SOC 2 Type II, PCI-DSS 3.2.1, and HIPAA Safeguard Rule.
Our Autonomics platform enables the AI-driven, end-to-end automation of IT systems through a single pane of glass. Discover this next evolution of AIOps, moving IT leaders from monitoring to action and prevention.
We’re dedicated to driving results for your business. By partnering with you from pre-sales through deployment and long-term planning, we ensure you unlock the full potential of our platform.
We help you get educated and evaluate your opportunity across a number of dimensions, including:
We want to hear from you. What are your challenges, and your aspirations for the future? We’ll see where we can help.
We’ll show you what’s under the hood. Catered demos, technical capabilities and requirements, and more.
We help you move your bottom line. Together, we’ll identify where our platform aligns with your needs to drive high-value outcomes.
Whether you start small or large, our expert team will help you identify the optimal deployment – from use cases to integrations.
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Tell us a little about yourself and what you’re looking for. We’ll be in touch.
